It's Time for a Moment of Truth - Getting Beyond the Status Quo of Customer Interactions

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A key part of customer interaction relies on the most important and impacting part of any interaction, the moment of truth. Unlike traditional uses of the term, the moment of truth is a critical or decisive time on which much depends; a crucial moment. This one moment, usually depicted by the experience the prospect or customer is expecting to get out of a product or service is the focus of this presentation.

Shifting from the traditional view of moment of truth, this deck focuses on how customer interactions are created from 2 key pieces to make customer experiences. Read how the 5 powerful elements and the two key pieces come together to form today's moment of truth for prospects and customers.

Looking for more information about moments of truth or customer engagement in general? Why don't you connect with me on twitter: @johnemerritt to keep up with the latest information and new presentations coming.

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It's Time for a Moment of Truth - Getting Beyond the Status Quo of Customer Interactions

  1. It’s Time for a Moment of Truth Getting Beyond the Status Quo of Customer Interactions Profile: http://johnmerritt.net Slideshare:http://www.slideshare.net/johneme rritt
  2. What is at the core of each interaction?
  3. Truth plus Experience……But what does that really mean?
  4. 1 – TruthWell, Truth is sincerity in action, characterand utterance.
  5. 2 – ExperienceAnd experience, is something personallyencountered, undergone or lived through
  6. When both are combined, it creates a3 – Customer Experiencea personally encountered interaction, that isgenuine and memorable
  7. Now add that to…The Five Powerful Elements of CustomerEngagementMore can be found here:http://www.slideshare.net/johnemerritt/five-powerful-elements-of-customer-engagement
  8. And you get countless engaged moments…1 – Learning to read your first book2 – Boldly braving your first bike ride3 – Going on your first fishing adventure
  9. How do these engaged moments1 – Learning to read your first book2 – Boldly braving your first bike ride3 – Going on your first fishing adventureRelate to the moment of truth?
  10. Well these are the moments of truth…
  11. That resonate on a different level, makingthem genuine, unique and real
  12. Moments of truth are…1 – Real2 – Trusting3 – Sharable4 – Relevant5 – Memorable
  13. Moments of truth ultimately becomepersonal experiences no matter how manyshades they may come in.
  14. And people typically think about experienceabove all things making it the only momentthat matters.
  15. And that moment of truth is unique to everyperson……even if it is experienced at the same timeand place.
  16. So what’s the idea of this?
  17. The idea is…If these types of interactions1 – Marketing2 – Sales3 – Services
  18. …fail to connect and align with people/customers
  19. …at levels like this…Memorable experiences and Moments ofTruth.
  20. …these types of interactionsMay never becomeMemorable experiences and profitablemoments of truth…
  21. What can be done to improve them?
  22. One very powerful thing, a frame of mindshift to what matters most to people.
  23. Your key to customer experience is peopleand the moments that matter most to eachof them……after that, the rest is history…

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